Contact Center Team Lead - Outbound Collections (Hybrid)
Core
Mentor and coach Outbound Collections Representatives to ensure success and a positive customer experience while partnering with management to guide the team towards maximum efficiency.
Role type
Contact Center Team Lead (Outbound Collections)
Builds
Outbound collections operations for non-prime consumers and businesses
Domain
Financial technology / Lending / Loan operations
Required skills
Contact center operations, Coaching and mentoring, Performance metrics management, Quality assurance review, Data analysis, Problem-solving, Lending industry experience, Loan operations experience
Preferred skills
Prior management experience
Technologies
Colossus platform
Responsibilities
Manage metrics, performance criteria, policies and procedures to improve representative's productivity; Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives; Identify trends and recommend appropriate solutions to improve performance and promote engagement; Support employee engagement with use of reward and recognition tools; Assist with ad-hoc tasks and projects as required
